It really depends on your organisation as to what you can do with regards to fixing issues. if you're getting hammered with calls constantly and have a SLA to answer those calls within a certain time frame, there's no way you can spend the time to research and take your time to get to the bottom of it.
Great advice! I rarely escalate a ticket. I always try to look at older tickets solved from tier 2 and tier 3 and look at the notes. I learned so much this way. My skills have definitely increased Good advice
Mike, I expected actual career suggestions to go beyond the help desk. This was just a video about how to be a superstar on the help desk. Do you have a video of the next career paths after the help desk?
That's a fair point. This video was about how to excel at that role so you can move up, but we will look at creating a video about the next steps after the help desk. Thanks for the feedback!
Yes this is pointless. It is all about not escalating tickets. it’s not gonna get us a real job if we don’t escalate the ticket. In fact, each job has bunch of requirements and their interviewers ask bunch of weird questions and have a lot of expectations and so on
@@ITProTv I personally benefited a lot from the video. Basically, gain the experience you need on the job. Learn from Tier2 and Tier3. Great advice! Thank you!
So this process of tickets isn't realistic. You don't have the time to follow a ticket after escalation or research during or document anything. It's the next ticket depending on how busy you are.
2:36 that is what im usually doing, when i really dont have any idea what could be the best resolution for the issue, i just asked the Level 2 Support team and Supervisors, if they are not around, Google is available all the time! I wanna resolve issue without escalating the ticket to another Team. That way, it could enhance your skills as well! Thanks for the advice sir! I will always take it!
That's a great, proactive method of resolving the issues! Google can be a HUGE help and can save you and the other support teams a lot of time. You're welcome and best of luck to you in your future career!
Glad you find it helpful! Be sure to check out our channel for all your IT training. Or, if you're ever interested in becoming a member, use the code RUclips30 for 30% off a membership with ITProTV. go.itpro.tv/courses-all
It really depends on your organisation as to what you can do with regards to fixing issues. if you're getting hammered with calls constantly and have a SLA to answer those calls within a certain time frame, there's no way you can spend the time to research and take your time to get to the bottom of it.
Great advice! I rarely escalate a ticket. I always try to look at older tickets solved from tier 2 and tier 3 and look at the notes.
I learned so much this way. My skills have definitely increased
Good advice
Great tip!
You need to go above and beyond when it comes to learning. Get hungry or stay skinny.
Mike, I expected actual career suggestions to go beyond the help desk. This was just a video about how to be a superstar on the help desk. Do you have a video of the next career paths after the help desk?
That's a fair point. This video was about how to excel at that role so you can move up, but we will look at creating a video about the next steps after the help desk. Thanks for the feedback!
@@ITProTv that's another great tip Mike that I can see you applying over here in this comment - how you choose to respond to criticism. Wonderful!
Yes this is pointless. It is all about not escalating tickets. it’s not gonna get us a real job if we don’t escalate the ticket. In fact, each job has bunch of requirements and their interviewers ask bunch of weird questions and have a lot of expectations and so on
Mike,
I agree with these comments. How does one GET BEYOND help desk
???
@@ITProTv I personally benefited a lot from the video. Basically, gain the experience you need on the job. Learn from Tier2 and Tier3. Great advice! Thank you!
1) Don't escalate your ticket every time do some research first...
2) build your resume and add certificate skills
3) Go for job opportunities
Sorry bud no loyalty, you're just their to make money, gain experience than move on from their.
I'm going to be starting a help desk job in a few weeks so this is very helpful. Thank you.
You're very welcome. Congrats on the new job!
How’s it going? :)
So this process of tickets isn't realistic. You don't have the time to follow a ticket after escalation or research during or document anything. It's the next ticket depending on how busy you are.
2:36 that is what im usually doing, when i really dont have any idea what could be the best resolution for the issue, i just asked the Level 2 Support team and Supervisors, if they are not around, Google is available all the time! I wanna resolve issue without escalating the ticket to another Team. That way, it could enhance your skills as well! Thanks for the advice sir! I will always take it!
That's a great, proactive method of resolving the issues! Google can be a HUGE help and can save you and the other support teams a lot of time. You're welcome and best of luck to you in your future career!
Excellent video. How much experience would you need to move up from a Help desk analyst to System Admin?
I haven't started this career yet, but I believe these is very good advice!
Glad you find it helpful! Be sure to check out our channel for all your IT training. Or, if you're ever interested in becoming a member, use the code RUclips30 for 30% off a membership with ITProTV. go.itpro.tv/courses-all
Great advice.
Happy to help!
Appreciate the advice.
Helpdesk sucks
Gerald Butler?
Not quite!